To ensure best practice day-to-day process and people management.
Constantly review the operation, seeking efficiencies for both customer and organisation benefit
Ensure Leaders, Team Managers and agents are appropriately skilled to support the strategic direction of the organisation
Full budgetary responsibility and accountability for customer satisfaction associated with the service.
Responsibility for productivity and performance, across all departments.
Work with the planning functions to ensure the division proactively plan for the effective delivery of resources to best meet call / contact flow requirements.
Manage operational activity with a view to proactive operational risk assessment. Report up-line any potential or actual operational risks in a timely and accurate fashion.